Experience

1st solution consulting gmbh

• Germany
• IT Services and IT Consulting
• 1 - 100 Employee

• Escalation Manager

  • Feb 2022 - Present

  • Ensure every customer request is assigned to the appropriate team and at the proper authority level. • Responsible for managing level 1 up to level 3 escalations relating to Vodafone Products or services • Handle customer conflicts that may prove difficult for other customer service employees • Analyze escalation performance metrics and quality trends periodically. Based on findings, can give valuable recommendations for process and product improvement. •Ensures the entire escalation management process in a customer service team is well implementes • Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies Show less



Atos

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Incident Manager

  • Sep 2017 - Present

  • S2M team representative, responsible for Primary multiplex Connection of Vodafone Germany network • Identifying Hardware and Software solutions • Troubleshooting technical problems • Diagnosis and repair of faults • Solving Hardware and software networking issues • Effective communication to identify the source of customer's problems • S2M team representative, responsible for Primary multiplex Connection of Vodafone Germany network • Identifying Hardware and Software solutions • Troubleshooting technical problems • Diagnosis and repair of faults • Solving Hardware and software networking issues • Effective communication to identify the source of customer's problems



Amazon

• United States
• Software Development
• 700 & Above Employee

• Technical Support Specialist

  • May 2016 - Jul 2017



Competence Call Center S.R.L

• Braşov, România

• Customer Service Agent

  • May 2015 - Jun 2016

  Tasks: • Providing high-quality services to the customers (Sale of products and Product Information) • Attracting potential customers by answering questions about products and services • Opening customer accounts by registering useful information • Maintaining customer records by updating Accounts and Customer Data Tasks: • Providing high-quality services to the customers (Sale of products and Product Information) • Attracting potential customers by answering questions about products and services • Opening customer accounts by registering useful information • Maintaining customer records by updating Accounts and Customer Data



S.C Petal Silva S.R.L

• Braşov, România

• Assistant Manager

  • Feb 2012 - Apr 2014

  Tasks: • Scheduling and coordination of meetings • Conducting Employee Performance Reviews • Developing optimal relationships between customers and employees Tasks: • Scheduling and coordination of meetings • Conducting Employee Performance Reviews • Developing optimal relationships between customers and employees